Return & Refund Policy (B2B)
Overview
RTC Products (“RTC”) is a business-to-business (B2B) supplier. This policy applies to purchases made through RTCProducts.com or directly with RTC, unless otherwise agreed in writing.
We aim to handle issues quickly and fairly—especially shipping damage, missing items, and warranty concerns.
Damaged or Missing Items (Shipping Claims)
If your order arrives damaged or missing items, you must notify RTC within 3 business days of delivery.
- Take clear photos of the product and the packaging it arrived in.
- Set the product aside (do not discard packaging).
- Contact RTC with your order number and photos so we can file a carrier claim and advise next steps.
Requests submitted after the 3-business-day window may not be eligible for resolution through RTC.
Returns (General)
RTC may accept returns only if they meet all requirements below and are authorized in advance.
To be eligible for a return, items must be:
- Unused
- In original packaging
- In resalable condition (no writing/labels on product packaging, no missing parts, no wear)
- Returned according to the instructions provided with your return authorization
RTC reserves the right to refuse returns that arrive used, incomplete, or not in resalable condition.
120-Day Sales Guarantee (Account Credit)
As part of your partnership with RTC, we offer a 120-day sales guarantee.
If after stocking an item for 120 days your sales volume is unacceptable, RTC may accept the product back and issue a credit to be used toward other RTC products.
- Returns under the 120-day sales guarantee are issued as account credit (not cash refunds).
- Return freight is the customer’s responsibility.
- RTC will cover the freight for the “new” replacement product if it meets RTC’s freight criteria.
This program is intended for distributor/dealer inventory support and is subject to RTC approval and compliance with return condition requirements.
Warranty Returns (Defects)
RTC stands behind its products and guarantees they are free from factory defects.
- Product must be returned to RTC at the customer’s expense for inspection before replacements can be issued.
- If RTC determines the product is defective, RTC will issue a replacement and pay the freight cost to ship the replacement.
Warranty replacement will not be issued for products used other than intended, showing excessive wear, damaged by faulty equipment or misuse, or any other condition RTC determines is not a manufacturing defect.
If a distributor provides a product to an end user before RTC makes a defect determination, that action is at the distributor’s discretion and is not guaranteed to be replaced by RTC.
Return Shipping & Freight
For any authorized return, the customer is responsible for shipping freight back to RTC, unless RTC confirms otherwise in writing.
For outbound shipments, RTC freight programs (including thresholds and exclusions) may apply. Freight details vary by order size, destination, and product type. Any expedited shipping or special shipping requests may be billed accordingly.
Refunds, Credits, and Replacements
Because RTC is B2B:
- Approved returns are generally processed as account credit or replacement, depending on the reason for return (damage/missing, warranty defect, or sales guarantee).
- If a refund is approved (rare, and at RTC’s discretion), it will be issued to the original payment method used at checkout (when applicable).
Processing time: Once your authorized return is received and inspected, processing typically occurs promptly, but timing can vary based on inspection results and carrier claim timelines.
How to Start a Return
To request a return authorization, contact RTC with:
- Order number / invoice number
- Item number(s) and quantity
- Reason for return
- Photos (required for shipping damage)
RTC will provide return instructions if the return is approved. Do not ship returns without authorization.
Email Return Request Details
